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Information Technology Service Delivery Manager

1 month ago

Moncton, Canada Organigram Inc Full time

The IT Service Delivery Manager will be responsible for the effective delivery of all business-user technology to the company's various departments and companies inclusive of service desk, deskside support and end-user equipment. This key function ensures all employees are equipped with the tools necessary to perform effectively in their role, and that incidents and service requests are handled within service level targets. This is a hands-on leadership role responsible for all IT Service Management (ITSM) disciplines and practices with the objective of delivering reliable, repeatable service at the agreed to service levels, in an environment of continuous improvement.

Responsibilities:

  • Service Management: Oversee the delivery and maintenance of IT services to ensure they meet the needs of the business. This includes managing service level agreements (SLAs) and Key Performance Indicators (KPI’s) with both internal and external providers. Set a high standard of service desk performance. Accountable for the overall ownership, monitoring, tracking and quality assurance for all IT Incidents and Service Requests. Drive the adherence to the ITIL 4 framework within the IT department. This includes processes such as incident management, problem management, change management, and continual service improvement. Provide timely and accurate reporting on departmental objectives and KPIs.
  • Team Management: Lead a team of 4 IT professionals that handle level 1 support. This includes performance management, coaching, and development of team members.
  • IT Asset management: Responsible for the life-cycle management of all IT supported end user hardware and software, this includes the administration of the software and service catalog. Management of the mobile device (MDM) platform and administration of the agreements with telecom providers.
  • Stakeholder Management: Act as the key point of contact for all IT service delivery matters. This includes regular communication with stakeholders to keep them informed of progress and changes.
  • Continuous Improvement: Identify opportunities for service improvements, cost reduction, and efficiency gains. Implement these improvements where appropriate. Develop and implement a training program for end users that can allow the effective adoption of innovative and productivity tools.
  • Documentation and Procedures: Develop and maintain operational procedures and knowledge base as it relates to the service desk. Management of the On-boarding and off-boarding process.

Qualifications/Skills:

  • Demonstrated ability to build sustainable business relationships
  • Advanced skills and experience in ITSM practices. ITIL 4 certification is considered an asset
  • Demonstrated prioritization, troubleshooting and problem-solving skills in relatively complex environments.
  • Demonstrated management and administration of an ITSM tool, Alloy is preferred
  • Excellent communication and stakeholder management skills.
  • Bachelor’s degree in information technology, Computer Science, or a related field.
  • 5+ years experience in technology, managing technical teams
  • Experience in a manufacturing or production environment would be considered an asset.
  • Hands-on experience managing Microsoft Technologies such as, MS-Teams, MS Teams Rooms, One Drive, Active Directory, SharePoint, Intune, M365 Admin Center.